SITECORE EXPERIENCE AWARDS

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TelstraSuper

SEA category: Most intelligent content optimization
Project brief

With a captive audience of members, TelstraSuper invigorated engagement, drove up traffic and delivered a ”segment of one” experience. Its COVID-19 response was an industry first.

About

TelstraSuper

Products

XM

XP

CHALLENGE

Build upon digital transformation strategy, to uplift functionality, and enhance the member experience

  • Support business objective of helping members build a financially secure future
  • Drill down and focus on individual member needs
  • Ensure members want to stay with the TelstraSuper retirement fund across their different life stages
  • React to COVID-19 crisis
SOLUTION

Solutions used

OUTCOME

Delivered successful results across all engagement metrics year-over-year

  • Fostered a “segment of one” digital experience
  • Built a strong digital engagement-retention link; digital users 50% less likely to leave
  • Increased site visitors by 19% and average sessions up 28%
  • Grew number of members logging in at least once a year by 13%; now 63% of members log in at least once a year
  • Average monthly logins increased up by 30% and completed self-service up 25%
  • Took just one week to build an industry-first dedicated COVID-19 microsite
  • Decreased time to market with zero reliance on third parties for personalized experiences
  • Delivered successful results across all engagement metrics year-over-year
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